Introduction

If you have a problem that can’t be solved using our documentation or FAQs and you would like to speak to a Customer Support Representative directly, call our helpdesk on 0845 113 7333 or email us at nurses-appraisals-enquiries@clarity.co.uk. Office hours are 09:00 – 17:00 Monday – Friday.

Alternatively you can create a query ticket for the Clarity Support Team using the web based form.You can monitor your ticket's progress and any time and add additional comments, either as a reply to Clarity Customer Support or to add extra information between your ticket submission and Clarity's response.  

 There are 4 main areas of the Helpdesk which can be accessed from the help sections on each of the product websites

• Home – main access page with the ability to change personal information
• View Tickets – View all tickets (open & closed tickets)
• Submit a Ticket – Submit a new ticket to Clarity Informatics
• Knowledgebase – Knowledgebase information on all relevant products for the user

Home

If you click on the "Helpdesk" link on your Appraisal Toolkit homepage, you will be taken to the Helpdesk homepage.

   
From the homepage you can make changes to:

• Your Profile
• Change password – currently this function has been disabled.  
• Preferences –Timezone & Language settings

We are in the process of developing a profile management tool which will work across the board between products and the helpdesk system.  As soon as this has been developed we will make this available to all users.

View Tickets

You can view tickets by clicking the View Tickets link at the top of the page

The View Tickets page shows each ticket as a line with quick ticket info:

• Ticket ID – this is the unique identifier for each ticket.  If calling about a ticket use this identifier to allow the helpdesk team to find the ticket quickly.
• Last Update – this is the date & time of the last response whether from the user or the helpdesk team
• Last Replier – This is the last person to record information on the ticket whether from the user or the helpdesk team
• Product – This is the product that the ticket is about, useful if a user uses more than one Clarity Informatics product
• Type – see ticket type section
• Status –  see status section
• Priority – this is how important you think your ticket is (note it may be that the priority is changed by  the Clarity Helpdesk, the Helpdesk team will inform you of why they have changed the ticket)

To view the ticket details, from the list of tickets on the view ticket page click on the ticket subject name to open the ticket details.  This opens the page of that ticket will all of the details of the tickets with all of the correspondence for that ticket.

Ticket Type

When creating a new ticket you can select the ticket type. 

 For details of all of the ticket types for your product please see the Product Helpdesk Ticket Information sheet.

Ticket Status

The ticket status is identified by a colour bar.

 For details of all of the ticket status for your product please see the Product Helpdesk Ticket Information sheet.

Submit a New Ticket

You can submit tickets in a number of ways:

• Using the web based form
• By email (email the product enquiries email)
• By phone
• Click on the Submit a Ticket button or from the top menu.

• Select the product you want to submit against.
• Select the type of enquiry
• Select the ticket priority
• Type in an identifiable subjectAs soon as you start typing in the subject a list of knowledge bases for you to look at which might solve your issue before you submit the ticket.
• Attach a file if needed (see add a file below)

Add a File

When creating your ticket or posting a reply (before sending) at the bottom of the window there is an option to add a file:
Select the Add file button         

 
Click on the browse button to navigate to the file you want to upload If you have added the wrong file click on the dustbin Icon to the left of the browse box to delete the file

Post a Reply

On the ticket details page which shows the ticket correspondence there is a post reply button.  Click on the post reply button to open a reply box which you can enter information & add files if appropriate.  Once complete click on submit to post the reply.  This resets the ticket as open to both the user and the Clarity Helpdesk.

Knowledgebase

The Knowledgebase section is a list of knowledgebases which the Clarity Team have created. 

The knowledgebase's are available through the knowledgebase section as well as when submitting a new ticket. 

 
Clicking on the Knowledgebase from with the top menu or the knowledgebase button from the home page a list of the 8 most popular & the 8 most recent knowledgebase's are immediately available.

To review other knowledgebase's click on the product name folder to access more.  When clicking on the product folder the list of knowledgebase's with summary descriptions are shown.  It may be that there are additional folders within a product.  The search bar also can bring up knowledgebases.